Puneet Verma

Experience

• 

  Concentrix

  Oct 2020 - Feb 2022

  • Team Strength – 50 (Voice)• Achieved 100% of monthly audit targets.• Provide one-o-one feedbacks to team assigned.• Ensuring all non-compliance should be closed with TAT.• Quality, compliance & integrity awareness fliers to support & frontline staff. • Customer assistance through chat services.• Achieved 100% of monthly metrics TNPS, AHT and quality scores.

  • Temp Quality Analyst

    Sept 2021 - Feb 2022

  • Sr. Representative operations

    Oct 2020 - Sept 2021
• 

  Tech Mahindra

  Feb 2022 - now

  • Team Strength - 8 QA• Manage multiple Lobs (Chat & Email)• Implement and perform BQ management for aligned LOBS• Ensuring basic hygiene of the process & performance• Design, implement & maintain FMEA for the process• Strict governance on internal compliance by performing audits on descent size of sample• Ensuring all non-compliance should be closed with TAT & as per DG• Making regular changes in FMEA & audit sample as per audit findings• Ensuring compliance session & drive coverage on the floor• Compliance & integrity awareness fliers to support & frontline staffAttending client & internal review i.e. Daily & weekly call with internal leadership, WBR, MBR & QBR• Preparing RCA and required analysis whenever necessary• Support training team in training of NH batches• Maintain good relation between all cross fraction • Calibration with Service delivery team in order to avoid any understanding gap between ops & quality team• Work as a people manager and ensure no D-SAT in team with no deviation in policy• Provide direct feedback to QAs (RTR)• Analyze QA process and procedure to ensure it meets business growth and customer needs• Gather QA metrics on all projects including defect rates and root cause analysis: develop action plans• Facilitate discussion between QA and Ops Show less • Team Strength – 30 (Chat & E-mail)• Achieved 125% of monthly audit targets.• Adept at using the 7 QC tools and interpreting quality scores.• Prepare reports NPS, CRR and WBR Slides, Dashboards• Facilitate Quality & compliance session & Internal Calibration.• Publish TNI to training team with frequent traction on BQ refreshers.• Provide one-o-one feedbacks to team assigned.• Ensuring all non-compliance should be closed with TAT. • Ensure FMEA and prepare RCA. • Quality, compliance & integrity awareness fliers to support & frontline staff. Show less

  • Team lead quality

    May 2024 - now

  • Sr. Quality Associate

    Feb 2022 - Jun 2024